Job description
Join IntouchCX, a leading customer experience provider, as a bilingual Customer Support Specialist fluent in Cantonese. Based in Kuala Lumpur, you will be the friendly voice and digital ambassador for our clients, delivering exceptional service across calls, chats, and emails.
As part of a dynamic multilingual team, you will help customers resolve issues, provide product guidance, and ensure a smooth, positive experience with every interaction. The role blends empathy, problem solving, and proactive communication to drive satisfaction and loyalty.
About IntouchCX: We partner with global brands to deliver memorable customer experiences across channels. Our culture values collaboration, continuous learning, and a client-centric approach. This is a full-time opportunity in a vibrant Kuala Lumpur setting with room for career growth.
Responsibilities include:
- Respond promptly to customer inquiries in Cantonese and English, providing accurate information and proactive solutions.
- Use CRM and ticketing systems to document interactions, track issues, and follow up to ensure resolution.
- Navigate product and service knowledge to troubleshoot common issues, escalating complex cases to the appropriate teams.
- Maintain high customer satisfaction scores by demonstrating empathy, professionalism, and a positive attitude.
- Collaborate with cross-functional teams to improve processes and share customer feedback for service improvements.
- Meet individual and team targets for quality, response time, and issue resolution.
- Identify opportunities to upsell or guide customers to relevant resources when appropriate, while adhering to compliance and privacy guidelines.
What we offer:
- Competitive salary of RM 4,500 per month, with additional incentives based on performance.
- Full-time role in a dynamic, multinational environment with career growth opportunities.
- Comprehensive training and ongoing coaching to keep your skills sharp.
- Convenient Kuala Lumpur City Centre location with modern facilities and a collaborative culture.
- Employee benefits including health coverage, paid time off, and a supportive team environment.
Ready to apply? This is your chance to join a diverse and forward-thinking team that values customer-centric service and ongoing development. If you are fluent in Cantonese and English and passionate about delivering exceptional support, we would love to hear from you.
Responsibility
- Respond promptly to customer inquiries in Cantonese and English across multiple channels (phone, chat, email).
- Document interactions in the CRM, track issues, and ensure timely follow-up and resolution.
- Troubleshoot common product and service questions with accuracy and empathy.
- Escalate complex issues to appropriate teams while maintaining ownership of the resolution path.
- Maintain high quality standards and meet or exceed performance metrics for response time and satisfaction.
- Collaborate with teammates to share knowledge and improve processes.
- Adhere to privacy, compliance, and data protection guidelines in all customer interactions.
Qualification
- Proficiency in Cantonese and English, both written and spoken.
- 1+ year of customer service or call center experience preferred.
- Excellent communication, listening, and problem-solving skills.
- Comfort with multi-channel support (phone, chat, email) and CRM/ticketing systems.
- Strong time-management and ability to handle multiple conversations with composure.
- Positive, empathetic attitude with a customer-first mindset.
- Ability to work in a dynamic environment and collaborate with cross-functional teams.